Call Center Hold; Call Center Call Pickup; Multiple Calls for Agents

[Orangeblood]

1. When an agent places a caller on hold, is it call center hold (with call center greetings)or regular hold?

2. Can a non-call center phone use the call pickup feature to answer a call ringing at a call center phone?

3. Can a call center agent be presented with more than one call at a time?

 

[Jeff325]

Orangeblood,

#1 - depends on the scripting - could go either way

#2 - No, that's why they are in an ACD queue

#3 - No, defeats the purpose

Hope that helps,
Good Luck
Jeff

 

[sandyml]

To add to Jeff325's responses:

1)Once an agent has been presented with a call and has answered it, and then put that same call on hold: If you are speaking of traditional ACD, then you're talking about regular hold, with any music on hold you'd normally hear. No greetings. If you're speaking of Contact Center/Symposium, then you can use an Event Handler to specifically play music and you can choose the music source (if you have more than 1, this is good). Still no greetings.

2)I assume you're talking about using call pick-up for the In-Calls (ACD) key on the call center phone. NO
If you mean a non-ACD extension, then sure, just like any other phone.

3)No, for the reason Jeff gave you. The system is designed to prevent that from happening.